EightCap is committed to providing superior customer service to you. If at any stage you are dissatisfied with any aspect of our products and services please give us the opportunity to investigate and answer your questions.
Our Dispute Handling procedures seek to ensure that complaints are reviewed independently and result in fair resolutions.
What is a complaint?
At EightCap, we consider a complaint as ‘an expression of dissatisfaction, whether oral or written, with a product or service provided by EightCap that is not resolved at the first point of contact’.
How to make a complaint?
To lodge a complaint:
- first compile any or all documents that relate to your complaint or any questions you wish to have answered; and
- notify EightCap’s Support team and/or your Account Manager with details of your complaint.
Please note that we may ask you to provide details to us in writing. This includes specifying the nature of the complaint, providing us with specific details, and the desired outcome or action you wish us to take to settle the complaint to your satisfaction. We may also ask you to provide relevant material to support the complaint (doing this will help us respond to your complaint quickly).
Making a complaint
Once you have compiled all the materials needed to make a complaint, you can refer the complaint to us by phone, mail or email via the details below.
Phone: +61 (3) 8373 4800
Mail: Level 19, 180 Lonsdale St, Melbourne, VIC 3000, Australia
Investigating the complaint
On receipt of your complaint, we will attempt to review the situation promptly and get in touch with you to resolve the issue and, if required, complete an investigation (called the ‘initial level‘). We endeavour to resolve your issue at this initial level or within 2 business days if possible.
If the matter is not resolved to your satisfaction after the initial level, then as per our internal dispute handling procedure, we have up to 45 business days to further investigate and resolve the complaint. We will ensure to communicate with you throughout this time period and if required, ask for further information.
If we are unable to resolve the complaint within 45 business days, we will:
- inform you of the reasons for the delay;
- provide you with updates on the progress of the complaint; and
- specify a date when a decision can be reasonably expected.
We would expect that in most cases the above process would deal with the matter fully and to your satisfaction.
Escalating the complaint
If, despite our best efforts, and where the complaint has been fully considered under our internal dispute handling procedure, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.
You have the option of escalating the complaint to our External Dispute Resolution Scheme – the Financial Ombudsman Service (‘FOS’) – an independent external dispute resolution scheme approved by ASIC. They will make a determination after reviewing your complaint and all relevant issues, for example any relevant laws. FOS has the authority to resolve the complaint and EightCap will be bound by their determination. Please note that FOS will not consider your complaint until we have had the opportunity to address it internally.
You may contact FOS in the following manner: